General Terms And Conditions
In the General Terms and Conditions, terms beginning with a capital letter have the following meaning:
Customer: any individual or entity entering into a transaction of sale, purchase, or storage of a Product(s) with VK Kohinoor Group DMCC.
Customer Service Manager: The employee/ service provider in charge of handling all VK Kohinoor Group DMCC customers.
VK Kohinoor Group DMCC: VK Kohinoor Group DMCC is registered with Dubai Multicommodity Authority, Dubai, United Arab Emirates, license nr. DMCC-237272 (further “VK”).
Security System: We are a fully regulated company in the UAE, our metal storage vault is secured by SIRA (Security Industry Regulatory Authority). This level of security ensures our premises are monitored 24/7/365 with direct feeds to the UAE police and all records are maintained. Not only is metal sourced ethically, but we also ensure the highest level of security at world standards.
Order(s): all orders, including sales orders and purchase orders.
Order Confirmation: Order confirmation is sent by e-mail to the customer.
Order Date: The date on which the customer places the order.
Product(s): each and all products offered on VK Kohinoor Group DMCC, including but not limited to precious metals such as gold, silver, minted coins, minted bars, etc.
Storage: the storage of the precious metals products acquired with VK Kohinoor Group DMCC for direct storage in the VK vaults.
Website: the website www.vkkohinoor.com
Working days: 7 days working from 09:00 to 18:00 UAE local time (GST+4).
2. Scope and contractual partners
2.1. . By using the website and other services provided by VK Kohinoor Group DMCC, including placing purchase Order(s) (see article 5 below), sale Order(s) (see article 10 below) with VK, or storing product (s) with VK's vaults, the customer agrees to these General Terms & Conditions ("General T&C") and their application. These General T&Cs prevail over any other documents and agreements unless otherwise explicitly agreed between VK and the customer. These General T&Cs apply to all orders, sales, purchases, and storage of all and any products stored in VK KOHINOOR GROUP DMCC's vaults, whether arranged through the website, by telephone, or otherwise
2.2. To place an order through the website, the customer must be at least 18 years old, capable of discernment, and not under a curatorship of any kind. This is confirmed when signing up for a membership account with VK Website, placing purchase order(s), sales orders (s), or storing Products with VK. Each customer is only allowed to open one (1) account under their or any other name on the website.
3. Risk and Investment advice
3.1. The price of the product (s) sold by VK KOHINOOR GROUP DMCC depends on the financial and gold markets' rate fluctuations.
3.2. All investments involve some level of risk. Suppose the customer is considering purchasing precious metals as an investment or with the purpose of speculation. In that case, the customer should assess the current market and contact a professional financial advisor for any such advice. By no means VK Kohinoor Group DMCC assumes any responsibility for any actions by the customer or the result or outcome of any Customer's transactions with VK. The customer agrees to indemnify, defend and hold VK KOHINOOR GROUP DMCC harmless of any claims concerning the customer's transactions with VK. VK Kohinoor Group DMCC does not provide any investment advice on the opportunity to invest into, disinvest from, or remain invested in, a particular precious metal.
3.3. The Customer further agrees that any transaction made with VK KOHINOOR GROUP DMCC and order (s) placed on this website is at their own risk.
4. Information mentioned on the Website and Shipping fees and Policy
4.1. Although VK KOHINOOR GROUP DMCC strives to inform the Customers in the most complete and diligent possible way, the photos, videos, and texts illustrating and describing the Products, as well as the prices mentioned on the website, are not contractual and are provided for the information only.
4.2. The prices shown on the website are denominated in US dollars ($), INR (₹), and AED (UAE Dirham, currency of the United Arab Emirates).
4.3. On the Website VK Kohinoor Group, DMCC indicates the countries to which shipping is possible. VK Kohinoor Group DMCC reserves the right to modify this list of countries at any time. Suppose the customer requires shipping to an unlisted country. In that case, the customer must directly contact VK KOHINOOR GROUP DMCC Customer Service (firstname.lastname@example.org Mobile +971 54 321 2885) for a cost estimate and availability of such an option.
4.4. Shipping fees are calculated and payable per order, where consolidated dispatch of multiple Orders as a single unit is impossible for technical reasons. VK KOHINOOR GROUP DMCC insures all of the Order shipments to the customer for the sales price of the (enclosed) product purchased from VK KOHINOOR GROUP DMCC or, for the product (s) stored with VK KOHINOOR GROUP DMCC, for the metal value at the moment the delivery is requested.
4.5. The Customer acknowledges that without limiting any of the foregoing, the Products and the services provided by VK KOHINOOR GROUP DMCC and their respective information, pricing and data, and availability are subject at any time and from time to time to human, mechanical, typographic or other errors, oversights, mistakes, limitations, delays, service interruptions, (i) including, without limitation, which may be due in whole or in part to, related to or arising out of VK KOHINOOR GROUP DMCC or VK KOHINOOR GROUP DMCC providers' computer hardware and software, telecommunication and operating systems, databases, or business processes and procedures, (ii) as well as other problems inherent in, or which may be associated with, the use of the internet and electronic communications including, without limitation, force majeure events as well as government, regulatory and acts and omissions of third parties affecting or impacting the Products and the services provided by VK KOHINOOR GROUP DMCC, its information and data, or such communications. Consequently, the customer will not hold VK KOHINOOR GROUP DMCC responsible and liable, in any way whatsoever, for any delays, failure, or other loss due to, caused by, or resulting from any of the problems described here above, in whole or in part.
4.6. All copyrights, trademarks, and other intellectual property rights on the VK KOHINOOR GROUP DMCC Website and any web pages, documents, advertising, or any additional support shall remain at all times the sole and exclusive property of VK KOHINOOR GROUP DMCC or the third-party owners. The customer shall have no right or interest in such intellectual property rights except for the non-exclusive right to access and use them as specified under this or any other agreement with VK KOHINOOR GROUP DMCC. The customer shall not copy, modify, decompile, reverse engineer, alter or make derivative works of VK KOHINOOR GROUP DMCC's intellectual property rights or how they operate unless under the express agreement of VK KOHINOOR GROUP DMCC.
5. Buying from VK KOHINOOR GROUP DMCC
5.1. VK KOHINOOR GROUP DMCC Products presentation on the website does not constitute a binding offer but is merely an invitation for the customer to deal with VK KOHINOOR GROUP DMCC.
5.2. By clicking on the "Place your order" button, the customer makes a binding offer to VK KOHINOOR GROUP DMCC to purchase the product (s) concerned at a price indicated on the website. The customer will receive an automatic Order Confirmation from VK KOHINOOR GROUP DMCC.
5.3. Before clicking on the "Place your order" button, the customer can view and change their order directly in their cart.
5.4. The Order Confirmation constitutes the acceptance of the Order by VK KOHINOOR GROUP DMCC. It forms a binding contract between VK KOHINOOR GROUP DMCC and the Customer.
5.5. Important notice: Once the Order Confirmation has been sent, the customer cannot cancel or withdraw from the Customer's Order.
5.6. Execution of the sale from VK KOHINOOR GROUP DMCC and the Product's shipping or storage is expressly subject to the reception by VK KOHINOOR GROUP DMCC of the full payment of the total price of the order.
5.7. VK KOHINOOR GROUP DMCC reserves the right to refuse, cancel, and terminate Order(s)/contract(s) at any moment before the delivery and at its sole reasonable discretion (mainly but not limited to non-payment on all or in part by the Customer) without any responsibility towards the Customer.
5.8. Cancellation of Order(s) by VK KOHINOOR GROUP DMCC is subject to VK KOHINOOR GROUP DMCC market loss policy (see article 12 below).
5.9. Important notice: Default by the customer on payment of his/her order (s)/Product(s) is subject to VK KOHINOOR GROUP DMCC market loss policy (see article 12 below).
5.10 Important notice: All listed Products are subject to availability. We will endeavor to deliver the specified Products on the date agreed. However, if due to circumstances beyond our control, the specified Products are not available we reserve the right to substitute another product of the same weight or multiple smaller products, the product can be of another brand but the weight will be the same. In the unlikely event of this occurrence, You will be contacted for Your approval prior to the dispatch of the order.
6. Payment and retention of title
6.1. VK KOHINOOR GROUP DMCC accepts payments for Orders in AED. However, the customer may process the payment in any other hard currency. In this case, the rate of exchange will be determined by the bank.
6.2. The Customer can pay either with VK KOHINOOR GROUP DMCC Pay, bank transfer (starting with two thousand UAE Dirhams (AED 2’000) minimum), or credit card, or pay by cash or with a credit card at the Office.
Note: VK Kohinoor Group DMCC authorised to ask customer to furnish more detials eg: photo identity card & credit card masked copy with last four digits only which is used during the purchase.
6.3. All credit card payments are subject to an addition of a “Priority Payment” surcharge to the total amount of the Order in order to allow for same-day processing. The above-mentioned surcharges are subject to change by VK at any time without any prior notice. The information on such change may be indicated on the Website of VK at the time of change.
6.4. After placing an Order, the customer will receive an invoice from VK KOHINOOR GROUP DMCC indicating the total amount to be paid for the order. Until full payment of the invoice, VK KOHINOOR GROUP DMCC retains the full and extensive title of the product (s). Delivery of products, reselling, and gifting of stored products shall only occur upon receipt of the full payment.
6.5. You must instruct bank transfer payments within twenty-four (24) hours of the Order Date, and the customer bears all banking fees and commission fees. The payment must originate from the customer's bank account who has placed the order (s). In a bank transfer payment, the invoice amount must reach the VK KOHINOOR GROUP DMCC account no later than three (3) Working Days following the Order Confirmation issuance. The customer will undertake the risk of any metal rate change between the transfer date and the VK Pay processing date. If the amount received by VK is insufficient to place an order by the customer, VK will decline the order. All fees and costs linked to a refund by VK KOHINOOR GROUP DMCC of any payment should be borne by the customer.
7. Transfer of Risk, Shipping, and taxes
7.1. All Products (s) shipped by VK KOHINOOR GROUP DMCC are insured during their delivery. The risk transfers to the customer as soon as the delivery is deemed complete.
7.2. All Products (s) are shipped by VK KOHINOOR GROUP DMCC, at its discretion, by an internationally recognized carrier.
7.3. Product(s) sent by registered and insured mail can take 5-10 Business Days to be delivered on average. This period is, however, purely indicative and not contractual. These estimated delivery times do not apply to Products bearing the "PRESALE" label for which VK KOHINOOR GROUP DMCC will provide a custom estimated delivery or Storage period.
7.4. In the event the Customer selects the "Shipping" option, delivery of the Product(s) shall occur to the address confirmed by the Customer via Website at the time of placing an Order, or at the address provided personally by the Customer during a Shop visit.
7.5. The delivery shall be deemed completed when the Product(s) has been handed over at the given address or pick-up location to a person indicating or claiming to be authorized. This person may be asked to prove his/her identity. Delivery to a mailbox, deposit box, etc. is not allowed and will not be insured.
7.6. If, for any reason beyond its control, VK KOHINOOR GROUP DMCC fails to deliver the product (s), it may cancel the contract, and, subject to VK Kohinoor Group DMCC's market loss policy, any payments made will be refunded to the customer. In this case, the customer cannot claim any damages or additional expenses from VK Kohinoor Group DMCC and VK KOHINOOR GROUP DMCC's rights, particularly any offset for other costs, remain unaffected.
7.7. Transport/shipping costs, taxes, and risks inherent to the shipment of the product (s) for a reason attributable to the customer (including but not limited to unclaimed product, inaccurate or incomplete delivery address, an unauthorized person receiving the product at the customer's indicated address, etc.) and to a possible reshipment are at the account of the customer exclusively.
7.8. VK KOHINOOR GROUP DMCC will not reship any Order unless and until it is paid in full, including any return shipping costs, duties, and taxes applicable as well as any subsequent fees to ship the Product back to the Customer.
7.9. For insurance purposes, delivery of Products exceeding a certain amount in total value may be split into several packages. For these Products, VK KOHINOOR GROUP DMCC will use a dedicated shipping service.
7.10. The Customer may be subject to taxes and/or duties for his/her delivery Order(s) of Product(s) from VK KOHINOOR GROUP DMCC and any and all such taxes will be solely at the Customer’s own expense.
7.11. The Customer shall consult his/her local customs for more information on duty and tax rates. VK KOHINOOR GROUP DMCC always declares the full value of the shipment on any customs form. There are no exceptions to this rule.
7.12. All duties and taxes must be paid by the Customer at the latest on delivery of the Product(s). VK KOHINOOR GROUP DMCC shall not be held responsible for the payment of any duties and/or taxes that are the Customer’s exclusive responsibility. No delivery will be completed until and unless all such taxes/duties are paid in full by the Customer. The customer undertakes not to raise any claims to VK Kohinoor Group DMCC in this respect.
7.13. Important notice: The Customer must refuse any shipment which appears to be damaged or tampered with as the shipping insurance ends once the delivery is deemed complete. When refused, the package(s) will return to VK KOHINOOR GROUP DMCC for inspection. Customers must immediately submit a complaint by email (email@example.com) to the VK KOHINOOR GROUP DMCC Customer Service to preserve any associated rights against the shipper/carrier.
7.14. If there is any disruption in the delivery of Product(s), the Customer agrees to cooperate with VK KOHINOOR GROUP DMCC LLC in any investigation or claim process and to take every reasonable action requested of him/her in the process. Failure to fully cooperate will jeopardize the insurance coverage that may be provided to the Customer.
8. Storing Products in VK KOHINOOR GROUP DMCC vaults
8.1. VK KOHINOOR GROUP DMCC guarantees that Product(s) owned by the Customer are physically stored in VK KOHINOOR GROUP DMCC dedicated and segregated vaults. The Customer retains the full title of his/her Products stored with VK KOHINOOR GROUP DMCC.
8.2. VK KOHINOOR GROUP DMCC LLC is a private UAE company with all its assets held outside of the banking system. When stored in the secure UAE locations operated by VK KOHINOOR GROUP DMCC’s service provider, Product(s) are insured based on current market values and protected against physical loss, theft, and/or damage.
8.3. Through the personal online account with VK KOHINOOR GROUP DMCC, the Customer can ask for the delivery of the Customer’s Product(s), or sell to VK KOHINOOR GROUP DMCC all or some of the stored Product(s), at any time. The Customer has online access to the Customer’s account that shows the status of the stored Product(s).
8.4. When the Customer wishes to ship Product(s) held in Storage, they are subject to the shipping costs in effect. All costs related to the shipping of the stored Products, duties, and/or taxes are exclusively for the account of the Customer.
8.5. Products bought and stored with VK KOHINOOR GROUP DMCC are subject to VAT as per UAE law.
8.6. VK KOHINOOR GROUP DMCC shall not deliver stored Product(s) to the Customer until receipt of the shipping costs.
8.7. Important notice: A Customer account will be considered inactive after presenting no login attempts from the Customer for a period exceeding three (3) years from the last login, and after VK KOHINOOR GROUP DMCC has made clear and significant yet unsuccessful attempts to reach the Customer and/or Person of Contact. In the event of a Customer account with existing Stored Product(s) becoming inactive, VK KOHINOOR GROUP DMCC reserves the right to sell the Product(s), charging administrative fees of two thousand UAE Dirhams (AED 2’000.00), at the Customer’s risk. Within 360 days from the sale, the Customer and/or Person of Contact shall be entitled to request the reimbursement of the net result of the sale. VK KOHINOOR GROUP DMCC’s rights, and particularly any offset rights, remain unaffected.
9. Storage Fees
9.1. The storage fees and packages offered by VK to the Customers are mentioned in the section “Storage Fees” of the Customer’s account on the Webpage. VK reserves the right to amend the offered packages, their details, and pricing at any time without any prior consent or information to the Customers in accordance with the procedure mentioned in section 9.6. below. The information on the new details of storage packages will be reflected on the Webpage general sections and under the “Storage Fees” section of the Customer account with VK.
9.2. For the purposes of calculation of the threshold of the mentioned storage fees packages, the Customer’s portfolio value is calculated on the first day of each month, for the previous month, based on the market value (as defined below) of all of his/her Products in Storage at the time of calculation.
9.3. The market value of each Product is calculated each day at the market price when the gold rate is changed by VK KOHINOOR GROUP DMCC on its Website.
9.4. The Customer agrees to pay the fees and hereby authorizes VK KOHINOOR GROUP DMCC to automatically charge the Storage fees to a credit card, a VK KOHINOOR GROUP DMCC Pay account, or a debit card designated by the Customer on a monthly basis. Such fees shall be paid in full by the Customer. If the Products are sold to VK KOHINOOR GROUP DMCC or shipped under the Customer’s request, the Storage fees shall be calculated on a pro-rata basis until the Products are effectively sold and/or shipped.
9.5. Fees and charges shall be due and payable within thirty (30) days of the date shown on the Customer Invoice. The Customer is responsible for all transaction fees. If the payment cannot be charged on the credit card, VK KOHINOOR GROUP DMCC Pay account, or debit card designated by the Customer, or if a charge is rejected for any reason, including chargeback, VK KOHINOOR GROUP DMCC may in its sole discretion, exercise any one or more of the following remedies:
9.5.1. Assess a late fee equal to the greater of AED two hundred (AED 200.00) per month or one and one-half percent (1.5%) per month of any amounts past due, for so long as the past due amount remains unpaid; The Customer must also pay, and has full responsibility and liability to VK KOHINOOR GROUP DMCC for all fees and costs associated with VK KOHINOOR GROUP DMCC’s efforts in collecting from him/her;
9.5.2. Refuse to accept or honor any Order or instructions from the Customer for any further deposits into, and/or any funds withdrawals from, the account;
9.5.3. No future operations by the Customer will be permitted unless and until all fees and charges are paid in full;
9.5.4. Sell part of the held Products to cover unpaid fees and charges and offset any amount due by VK KOHINOOR GROUP DMCC with any amount due by the Customer.
9.6. Important notice: Following not less than a thirty (30) day written notice, which may be sent via regular mail or email, VK KOHINOOR GROUP DMCC reserves its right to change its Storage fees at its free and complete discretion, without being required to indicate the reasons. No later than thirty (30) days from receipt of the notice, the Customer may refuse the new Storage Fees in writing. During the same period, the Customer shall give VK KOHINOOR GROUP DMCC written instructions to deliver her/his Products to a specific address.
9.7. Transport/shipping costs, taxes, and risks inherent to the shipping of Products are exclusively for the Customer’s account. Delivery shall only take place upon reception by VK KOHINOOR GROUP DMCC of all applicable costs. Article 9.4 is applicable should the Customer fail to pay the costs. The Customer shall be deemed to have accepted the changes in fees if she/he fails to send a written refusal within thirty (30) days from receipt of VK KOHINOOR GROUP DMCC notice.
9.8. VK KOHINOOR GROUP DMCC shall maintain, directly and/or through one or more of its affiliates, insurance coverage issued by a reputable insurance company of such types and in such amounts as is commercially reasonable for a company operating in VK KOHINOOR GROUP DMCC industry.
9.9. VK KOHINOOR GROUP DMCC shall not be liable for any loss, damage, or destruction of Product(s) caused by force majeure.
10. Selling to VK KOHINOOR GROUP DMCC
10.1. VK KOHINOOR GROUP DMCC presentation on the Website does not constitute a binding offer but is merely an invitation to deal with the Customer.
10.2. Once the Customer submits an offer by clicking on the "Sell" button, he/she submits to a binding offer. Before this, the Customer can view and change his/her offer at any time. Formally, the Customer submits his offer at the moment he/she clicks on the said button.
10.3. The sale is accepted, and therefore the contract is concluded only from the moment VK KOHINOOR GROUP DMCC sends the Order Confirmation to the Customer. VK KOHINOOR GROUP DMCC reserves its right to refuse an Order at its free and complete discretion, without being required to indicate the reasons.
10.4. Once VK KOHINOOR GROUP DMCC has confirmed its Order, it credits the Customer’s VK KOHINOOR GROUP DMCC Pay account with the amount of the Order.
11. VK KOHINOOR Pay
11.1. VK KOHINOOR GROUP DMCC offers the possibility to the Customer to keep/retain funds on his behalf in anticipation of future orders. This VK KOHINOOR Pay account can only be used as a deposit and payment system to settle transactions with VK KOHINOOR GROUP DMCC.
11.2. VK KOHINOOR GROUP DMCC can only accept deposits on the Customer’s VK KOHINOOR Pay account made from a bank account in the Customer’s name. All possible banking fees associated with a deposit on the Customer’s VK KOHINOOR Pay account will be at the charge of the Customer. Bank transfers from mismatching accounts will be reversed; it may take more than twenty-five (25) Business Days for the funds to be returned to the Customer. The Customer must pay and has full responsibility and liability to VK KOHINOOR GROUP DMCC for all fees and costs associated with VK KOHINOOR GROUP DMCC's efforts to refund the payment from an account, not in the Customer’s name.
11.3. The Customer can consult the state of his/her VK KOHINOOR Pay account deposit anytime on the Website.
11.4. The Customer cannot use his/her VK KOHINOOR Pay account as a savings account, and any abuse will be sanctioned by the immediate closure of his/her account. The Customer agrees to have full responsibility and liability to VK KOHINOOR GROUP DMCC for any abusive use.
11.5. The VK KOHINOOR Pay account has a limit of UAE Dirham ten thousand (AED 10’000.00). Any amount on this account that exceeds this limit must be used or refunded on the Customer’s bank account within thirty (30) days. In the absence of any communication from the Customer within the given time range, VK KOHINOOR GROUP DMCC will automatically refund the amount subject to the deduction of a UAE Dirham one hundred and fifty (AED 150.00) refund fee to the Customer’s bank account.
11.6. The Customer can ask to withdraw the Customer’s funds or for a deposit return at all times. VK KOHINOOR GROUP DMCC will send the Customer the amount due on his/her bank account within 3-5 Business Days. This period is, however, purely indicative and not contractual. The bank account must be in the Customer’s name. All related banking or transaction fees are at the expense of the Customer.
11.7. Deposits on the Customer’s VK KOHINOOR Pay account shall not produce interest for the Customer.
11.8. The deposits made on the VK KOHINOOR Pay account must, in any case, be used or refunded within one (1) year from the deposit date. In the absence of any communication from the Customer within the given time range, VK KOHINOOR GROUP DMCC will automatically refund the amount subject to the deduction of UAE Dirham one hundred and fifty (AED 150.00) refund fee to the Customer’s bank account. All transaction fees are at the expense of the Customer.
11.9. If for any reason, such a refund is not possible, VK KOHINOOR GROUP DMCC shall make clear and significant attempts to reach the Customer and/or Person of Contact. For these attempts, VK KOHINOOR GROUP DMCC may charge administrative fees of UAE Dirham one thousand (AED 1000.00).
11.10. If such attempts were to remain unsuccessful within 30 days following the above-mentioned one (1) year period, VK KOHINOOR GROUP DMCC should be entitled to charge interest at a rate of 5 % per year with a minimum fee of UAE Dirham one hundred and fifty (AED 150.00) per year.
11.11. The Customer undertakes to notify VK KOHINOOR GROUP DMCC of any change of name, address, e-mail address, and bank details. The Customer will hold VK safe and harmless from any claims with respect to any transactions involving wrong Customer details in case the Customer does not notify the VK.
12. Market loss policy
12.1. When buying from VK KOHINOOR GROUP DMCC, the customer has a binding contract. Once VK KOHINOOR GROUP DMCC has issued an Order Confirmation number, the transaction price is therefore locked-in, and any corresponding market risk is transferred to the customer.
12.2. In the event of default in payment of Products, on all or in part, VK KOHINOOR GROUP DMCC shall be entitled to retain or receive the positive difference of the product's price between the day of the order is sent and the day on which payment is due.
12.3. Order cancellation by VK KOHINOOR GROUP DMCC, other than caused by VK KOHINOOR GROUP DMCC, is subject to VK KOHINOOR GROUP DMCC market loss policy (see articles 12.1 and 12.2) plus a UAE Dirham one hundred and fifty (AED 150.00) cancellation fee.
12.4. The Customer must also compensate VK KOHINOOR GROUP DMCC for all the fees and costs associated with VK KOHINOOR GROUP DMCC's effort to collect any amount due by the customer.
12.5. No future Order or funds withdrawal through VK KOHINOOR Pay by the customer will be permitted until the market loss is paid in full. VK KOHINOOR GROUP DMCC shall be entitled to charge the customer from their VK KOHINOOR to settle any unpaid market loss. Any market gain on Order cancellations shall be vested in and remain the property of VK KOHINOOR GROUP DMCC. Upon written confirmation by VK KOHINOOR GROUP DMCC of the payment of the UAE Dirham one hundred and fifty (AED 150.00) cancellation fee plus the market loss, VK KOHINOOR GROUP DMCC will renounce civil liability actions against the customer for any breach by them and all resulting damages to VK KOHINOOR GROUP DMCC.
13. Refund, Defects, and liability for damages
13.1. In case of defects that are not apparent at the time of delivery against signature, the customer must notify Customer Service (firstname.lastname@example.org) within three (3) working days from the date that he/she receives the product (s). Suppose the customer does not communicate the above defect within 3 (three) working days. In that case, the product will be deemed to be accepted by the customer with any defects, apparent or not.
13.2. When purchasing several Products, the defective nature of one of the Products, its replacement, or the impossibility of shipping such product will not invalidate the entire purchase contract.
13.3. Once the claim is filed and the material defect is accepted by VK KOHINOOR GROUP DMCC, VK KOHINOOR GROUP DMCC reserves the right either to re-ship the item(-s) at its own cost or to refund the customer at its discretion the full or partial amount of the price of the product. After that, VK KOHINOOR GROUP DMCC shall have no further liability to the customer concerning the product and purchase contract involved.
13.4. At the Customer's request, VK KOHINOOR GROUP DMCC may, but is not obliged to, provide the customer with an opportunity to exchange a Product for an identical Product in the event of a non-material defect. In this case, the customer must receive a written confirmation that the exchange request has been approved.
13.5. Risks of storing the Products returned, transport/shipping costs, taxes, and risks inherent to the return of product (s) for a reason attributable to the customer (including but not limited to unclaimed product, inaccurate or incomplete delivery address, etc.) are at the account of the customer exclusively.
14. Anti-money laundering and fight against the financing of terrorism policy
14.1 The management of VK KOHINOOR GROUP DMCC makes it a priority to comply with high anti-money laundering standards and combat terrorism financing practices.
14.2. VK KOHINOOR GROUP DMCC applies rigorously the following regulations designated to prevent money laundering in the United Arab Emirates:
● The principal AML/CFT legislation within the State is Federal Decree-Law No. (20) of 2018 On Anti-Money Laundering and Combating the Financing of Terrorism and Financing of Illegal Organisations (the "AML-CFT Law" or "the Law") and implementing regulation,
● Cabinet Decision No. (10) of 2019 Concerning the Implementing Regulation of DecreeLaw No. (20) of 2018 On Anti-Money Laundering and Combating the Financing of Terrorism and Illegal Organisations (the "AML-CFT Decision" or "the Cabinet Decision")
14.3. For the above-mentioned purpose, the customer must supply and disclose to VK KOHINOOR GROUP DMCC the personal information needed for identification purposes if the customer wishes to create, continue, or carry out the business relationship or a particular transaction. The customer, as VK KOHINOOR GROUP DMCC's contractual partner, is subject to a legal obligation to cooperate with VK KOHINOOR GROUP DMCC; when necessary, the customer must provide VK KOHINOOR GROUP DMCC with the information and documentation necessary for identification purposes. All changes in the customer's personal situation must be notified to VK KOHINOOR GROUP DMCC as soon as possible.
14.4. In all cases, VK KOHINOOR GROUP DMCC requires the customer their name, first name, address, nationality, and date of birth, and to confirm their e-mail address. VK KOHINOOR GROUP DMCC always matches the contracting partner's standing between the given information and the credit card/bank payment details.
15. Return policy
After delivery, no return or exchange will be accepted unless expressly accepted in writing by VK KOHINOOR GROUP DMCC. Suppose VK KOHINOOR GROUP DMCC agrees to do so. In that case, such an exchange must be made within seven (7) working days from when the customer receives confirmation that the return is accepted. After this date, any return not accepted by VK Kohinoor Group DMCC will be considered as refused by VK Kohinoor Group DMCC. The return must be made using the original packaging against the signature. The customer is responsible for the risk of loss during the return shipment and all the costs related to the return. Customers must contact VK KOHINOOR GROUP DMCC customer service (email@example.com, tel. +971 54 321 2885) for more details.
16.1. The Customer undertakes to notify VK KOHINOOR GROUP DMCC of any change in name, address, e-mail address, and bank details. The customer solely bears all responsibility for providing correct details and keeping the customer's records updated with VK and guarantees to hold VK safe and harmless from any damage resulting from the customer's failure to do so.
16.2. Any notification or communication shall be deemed received at the time of delivery or transmission, if delivered by e-mail, registered post, or courier, at the last physical or e-mail address provided by the customer.
17. Entire agreement
17.1. The provisions of these General T&C express the entire agreement between VK KOHINOOR GROUP DMCC and the Customer. These terms prevail over any proposal, exchange of letters before and after the conclusion hereof, and any other provision appearing in the documents exchanged between the parties and relating to the subject of the General T&C unless both parties duly sign an amendment.
17.2. In the event of contradictions between the present English version of the General T&C and any translated version accessible on the website, the terms, and conditions of the current English version of the General T&C shall prevail.
18.1. If any provision of this agreement is legally ineffective, this shall not render the entire contract unusable. Instead, the ineffective provision shall be replaced by a relevant and effective provision corresponding to its economic purpose. The same applies to any gaps in this agreement.
18.2. VK KOHINOOR GROUP DMCC reserves its right to make changes to these General T&Cs at any time. These General T&Cs may be revised at any time, in which case this page will be modified accordingly. From time to time, the customer must consult this page to become aware of any changes made, at the customer's sole responsibility
19. Protection of personal data
19.1. To be able to use services proposed by VK KOHINOOR GROUP DMCC and place Orders on the website, in particular, the customer has to create an account that they can modify or delete at any time. If the customer deletes their account, VK KOHINOOR GROUP DMCC will only keep, for legal reasons, an anonymized copy of the customer's data. Personal information has to be given with exactitude. Without these pieces of information, VK KOHINOOR GROUP DMCC cannot treat any Orders or transactions.
19.2. Any personal information registered on the website (address, purchases) is treated in the strictest confidence.
19.3. At any time, the customer can modify or delete their data on the website (address, purchases, etc.) under "Profile" and "Address."
19.4. Credit Card information is never in VK KOHINOOR GROUP DMCC's possession, any transaction being directly conducted in a secured manner by our payment partners. Bank information provided by the customer for wire transfer payments and funds withdrawals are stored on VK KOHINOOR GROUP DMCC's servers and used solely for the above-mentioned purposes.
19.5. The Website uses permanent cookies. The latter provides Customer transaction registration and aims to facilitate their upcoming visits to the Website or future Orders and adapt the offer to their preferences. It is possible to authorize cookies in the security parameters of the web browser in use.
19.6. VK KOHINOOR GROUP DMCC uses the web user's data via Google Analytics in an anonymous way to obtain analysis concerning the usage of the website. Google Analytics solely provides VK KOHINOOR GROUP DMCC internal market surveys to adapt the website's organization to the Customers' needs.
19.7. VK KOHINOOR GROUP DMCC does not communicate data related to its Customer base, the only exception being its service providers having to assist in the execution of online sales or to accomplish statistical analysis. This information remains strictly available to each auxiliary service to perform the tasks entrusted by VK KOHINOOR GROUP DMCC (treatment of Orders or payments, shipping, credit investigation, or statistical analysis). These service providers are themselves subject to the legislation on the protection of personal data.
20. Applicable law and jurisdiction
20.1. These General T&C and all transactions made with VK KOHINOOR GROUP DMCC are governed by and construed by the laws of the United Arab Emirates without regard to conflicts of laws principles that would require the application of any other law.
20.2. All disputes arising out of or in connection with the relationships and transactions between VK KOHINOOR GROUP DMCC, on the one hand, and the customer, on the other hand, shall be subject to the exclusive jurisdiction of the courts of the United Arab Emirates, subject to an appeal to the Federal Court in Dubai.